What do your customers really want from you?

No matter what your industry, your customers want more than just great products and workable solutions.
What they really want to know is that you–personally–are the type of person whom they can trust to get the job done. With Automotive Service Advisor coaching and training Dealer Service Academy can give you the information to exceed your clients expectation. Your retail facility will never have slumping CSI numbers again! Your upfront communication skills will shine on the drive and your profits will soar.

Here are the seven things they want to see in you:
1. Independent Thinking
Customers want to know that you’ll represent their interests, even it’s not in your own financial interest–and particularly when the proverbial chips are down. (Of course, it’s your job to make certain that the chips stay up.)
2. Courage
Customers want to know that you can be trusted to do the right thing. They expect you to tell them if buying what you’re selling is a mistake, or not truly in their interests.  That takes real guts.
3. Pride
The best customers don’t want you to truckle and beg. Because they’re trusting you to deliver, they want to work with proud, successful people who can handle even the most difficult tasks.
4. Creativity
Customers don’t have the time to sit and listen to cookie-cutter sales presentations.  However, they always have time for somebody who can redefine concerns or issues and devise workable solutions.
5. Confidence
Customers are taking a risk when they buy from you.  They both need and expect you to exude the kind of confidence that assures them you’ll do what it takes to make them happy.
6. Empathy
Customers want you to see the situation from their perspective.  They want you to understand where they are, how their business works, and the challenges that they face–not just intellectually, but in your gut.
7. Honesty
Above all, customers want you to be honest with them.  In fact, the previous six values are built upon a foundation of honesty.  Without honesty, you have absolutely nothing to offer any customer

Do you have a service process in place?

For Automotive Service Advisor Training and Automotive Service Manager training and coaching processes.

Contact Andrea at (855)372-9255 ext 104 today or email andrea@dealerserviceacademy.com

Any good baseball coach worth his salt will tell you that there is no deep, dark, mysterious formula in racking up impressive wins. They understand how important each pitch is and have a firm grasp on each player’s strengths and weaknesses. Moreover, they never miss a chance to do battle alongside their team. Winning coaches don’t stay in the locker room strategizing. Has your Service Manager discovered this simple formula? Without critical Service Manager training, he or she may never. If they continue to stay huddled up in his office all day doing paperwork and answering emails, it should not come as a surprise to you that his monthly numbers are headed, yet again, towards the red.

Let’s be blunt. Some auto service environments are poison. Talented front line mechanics have no trust in their managers and eventually jump ship to your competitors. Productivity is at risk for an all-time low. However, it’s a relatively easy fix. Service Managers and Advisors need to walk that shop, coaching every step of the way. Remember, if he’s not feeling, touching, smelling or talking it, he’s not doing it! Top Service Managers insist they get more paperwork done between the early morning hours of 7 a.m. and 9 a.m. anyway, before moving on to more urgent, productive duties and concerns.

Consistent walk-arounds and observing while coaching can’t help but result in increased repair sales, TAROs and AROs. They greatly impact both client interaction and satisfaction, thereby influencing that infamous bottom line. Service Manager Coaching teaches how to chart the staff’s progress and set up or establish daily goals for selling certain items, such as alignments. It teaches him how to talk to Bob, the tune-up guy and get a quick review on Bob’s agenda. He will know to dig for issues within the team, review numbers from yesterday and how to monitor the team’s professional development, communicating, if necessary, one-on-one. They will be able to help them seek out opportunities for self-improvement and encourage them throughout the process.

An incredible transformation comes with Service Manager Coaching. Fresh insight culminates into listening well. They will begin to see your business straight from the eyes of his crew, which gains him immeasurable, worthy respect from them. Previously insulated layers will break down. Together, them and the team will begin to realize the answers to the future direction your business needs to travel and grow, which is better trained, happy employees and of course, your total success.

There is no doubt about it: the key to your success begins and ends with your service manager. His training enables him to provide invaluable service advisor training. Can you say, without a doubt, that your service manager and his team are not losing daily leads and sales? Few would bet the farm on a favorable answer. Even if you are not physically there to hear your phone ring, you can bet it’s ringing; after all, you’ve paid thousands of dollars in advertising to make sure of it. However, unless your ROI reflects the same, you’re just spinning your wheels, so to speak.

Today’s auto repair customer is a far more sophisticated animal. They are educated and take absolute advantage of the wealth of online information. They know they have countless choices when choosing their service provider. Your business’s profitability hinges on a great many variables, but none is more crucial than relying on your service advisor to turn every phone lead into a sale, generate repeat sales and sustain happy customers.

Every lost phone lead costs you far more than what you paid to make it ring. You’ve lost the time your service advisor spent talking with the caller as well as the estimated value of the repair order. That potential repair went to your competitor, possibly bringing with that customer a host of other folks he could have happily referred to you. Every wasted call and squandered sales opportunity cost you. When you think of it in terms of how much revenue you are currently losing, a course in service advisor training is virtually free.

The program was designed from the ground-up by the most innovative, brightest minds in the automotive industry. The best on-site trainers provide one-on-one instruction to your service manager on how to improve the service advisor’s performance and how to sustain these practices, as well as telephone customer cultivation, how to overcome objections and how to emphasize the importance of regular vehicle maintenance visits. Additional techniques, such as in-depth follow-up and customized post-class performance goals dramatically increase his diagnostic sales and services.

Service advisor training fosters pride and gives him self-discipline with quotas and deadlines. Ultimately, boosting and retaining his sales numbers will be the expected norm. If your customer retention is lower than it should be, invest in the one-time cost of service advisor training and schedule your performance review.

In the past, Automotive Service Manager Training was used both as a means of growing the business and resolving issues within said business. The technology in the workplace changes rapidly. Companies that do not keep with the competition drop off the map. In spite on this, times have changed and money is tighter. Understandably, some companies’ priorities have shifted. There is immense “bottom line” pressure; every decision made must have a direct financial impact in order to ensure survival. Employee benefits, raises and bonuses are slashed or frozen. However, the smart automotive service manager never cuts valuable coaching programs, especially in a recession. Training is not a luxury. They are even more vital during recessionary times, at least until the boom returns.

Only the objectives should change in an economic decline, focusing instead on improving the business acumen, rather than the employees’ interpersonal skills. Automotive Service Manager Training Business Acumen focuses squarely on the valuation and financial outcome, as well as the measurement of that outcome. Additionally, it develops and supports the company’s infrastructure and identifies what motivates an employee and addresses innovation.

Automotive Business Acumen Training: What to Expect

Leadership agility is addressed according to personality type, assessing each level of acumen. It uncovers financial behaviors, their beliefs and increases their economic core values. It teaches automotive finance techniques, how to greet customers and how to sell and close deals. It exposes the leadership potential of the service managers and gives provides the necessary tools needed to create and desire capital.

With the emergence of these tools, the Automotive Service Manager Training often comes into play in atypical situations. This is because there is now a high-impact level of effectiveness on service management participants as their mindset begins to shift. They think “capital creation” and “survival,” as opposed to merely doing their job. It’s transformational.

From gigantic companies to the smallest family-owned business, owners gave all the credit to acumen training, citing it directly responsible for the huge impact on their service manager’s effectiveness. They reported an immediate, notable financial increase from the majority of their Automotive Service Managers.

Let’s face it. It has never been more critical for automotive businesses to be on top of their game. Management can make or break the company. Even if there is already a regular training course in place, business acumen training is an invaluable technique.